chefroger/smart-trade-ai/b2b-customer-mgmt

CUSTOMER: [Company Name] ├── Basic Info │ ├── Company name (English) │ ├── Company name (Chinese) │ ├── Website │ ├── Address │ ├── Country/Region │ └── Business type (manufacturer/trader/retailer) │ ├── Contacts (multiple) │ ├── Name │ ├── Title/Role │ ├── Email │ ├── Phone/WeChat/WhatsApp │ ├── Best time to contact │ └── Decision authority (final/influencer/day-to-day) │ ├── Business Profile │ ├── Annual revenue (estimate) │ ├── Employee count │ ├── Main products/business │ ├── Target markets │ └── Current suppliers │ ├── Classification │ ├── Customer type (A/B/C) │ ├── Priority level │ └── Key account (Yes/No) │ ├── Commercial Terms │ ├── Standard payment terms │ ├── Credit limit │ ├── Preferred incoterms │ └── Pricing tier │ ├── Interaction History │ ├── All communications │ ├── Meeting notes │ ├── Quotes sent │ └── Orders placed │ └── Notes & Flags ├── Preferences ├── Don'ts (topics/approaches to avoid) └── Special circumstances

 
### Customer Classification (A/B/C)
 
| Class | Criteria | Service Level | Contact Frequency |
|-------|----------|--------------|-------------------|
| **A - Key Account** | Top 20% by revenue, strategic importance | Highest | Weekly minimum |
| **B - Regular** | Regular orders, stable relationship | Standard | Bi-weekly |
| **C - Developing** | Growing potential, occasional orders | Growing | Monthly |
| **D - At Risk** | Declining orders, issues | Urgent attention | As needed |
 
> 这套 A/B/C/D 是**客户档案等级的唯一口径**（按营收/战略价值/生命周期）。其它技能里的 A/B/C 若指“开发优先级”“展会意向”“关键词分层”，必须写明维度，不得当作客户等级。
 
## Phase 2: Contact Management
 
### Decision-Making Unit (DMU)
 
For each customer, map the buying team:
 
| Role | Name | Title | Email | Influence | Final Decision |
|------|------|-------|-------|-----------|----------------|
| Economic Buyer | [Name] | [Title] | [Email] | Budget approval | Yes |
| Technical Buyer | [Name] | [Title] | [Email] | Technical evaluation | No |
| User | [Name] | [Title] | [Email] | Using the product | No |
| Coach | [Name] | [Title] | [Email] | Internal champion | Supports us |
 
### Communication Preferences
 
| Contact | Best Channel | Best Time | Language | Notes |
|---------|-------------|-----------|----------|-------|
| [Name] | Email | Morning (their time) | English | Formal tone |
| [Name] | WhatsApp | Afternoon | Chinese | Casual OK |
 
## Phase 3: Quote Management
 
### Quote Lifecycle
 

Draft → Sent → Under Review → Revised → Accepted → Rejected → Expired ↓ Lost (competitor/price)

 
### Quote Template
 

QUOTATION ================================================================================

Quotation No.: [QUO-YYYYMMDD-XXX] Date: [Date] Valid Until: [Date + 30 days]

TO: Company: [Client Company Name] Attention: [Contact Name] Email: [Email]

PRODUCTS:

SUBTOTAL: [Currency] [Amount] FREIGHT: [Currency] [Amount] ([Incoterm]) TOTAL: [Currency] [Amount]

PRICE TERMS: [FOB/CIF/EXW/DDP] PAYMENT TERMS: [T/T 30% deposit, 70% before shipment] LEAD TIME: [X] days after deposit received LOADING PORT: [Port] DELIVERY: [X] weeks from order confirmation PACKING: [Standard export packing / as agreed]

REMARKS:

• Sample available: Yes/No
• Sample cost: [Amount]
• Certification available: [List]
• MOQ may apply for certain specifications

We look forward to your response.

Best regards, [Your Name] [Title] [Company Name] Tel: [Phone] | Email: [Email] | WeChat: [WeChat ID]

 
### Quote Follow-Up Protocol
 
| Day | Action | Reason |
|-----|--------|--------|
| Day 3 | Check if received | Confirm email delivery |
| Day 7 | Ask if questions | Show responsiveness |
| Day 14 | Share new info | Add value, stay top of mind |
| Day 21 | Price/margin review | Assess competitiveness |
| Day 30 | Quote expiry notice | Create urgency |
| Day 35 | Revised quote or archive | Close loop |
 
## Phase 4: Order Management
 
### Order Flow
 

Inquiry → Quote → Sample → PI (Proforma Invoice) → Order Confirmation → Production → QC → Shipping → Delivery → Invoice → Payment → After-Sales

 
### Proforma Invoice (PI) Template
 

PROFORMA INVOICE ================================================================================

PI No.: [PI-YYYYMMDD-XXX] Date: [Date]

SELLER: Company: [Your Company Name] Address: [Your Address] Tel: [Phone] | Fax: [Fax] Email: [Email]

BUYER: Company: [Client Company] Address: [Client Address]

ORDER DETAILS:

TOTAL VALUE: [Currency] [Amount] ([Incoterm])

PAYMENT: [T/T 30% deposit, 70% before shipment] LEAD TIME: [X] days SHIPPING: [By sea/air/express] DESTINATION: [Port/City, Country]

BANK DETAILS: Bank Name: [Bank Name] Bank Address: [Bank Address] Account Name: [Account Name] Account No.: [Account No.] SWIFT Code: [SWIFT]

Products are exported under export license No.: [XXX]

We confirm this proforma invoice is valid for 30 days from the date above.

Authorized Signature: _______________ Date: _______________

BUYER'S ACCEPTANCE: We accept the terms and conditions above.

Authorized Signature: _______________ Date: _______________ Company: _______________

 
### Order Tracking Timeline
 
| Stage | Milestone | Action | Communication |
|-------|-----------|--------|---------------|
| 0 | PI Signed | Confirm order, update CRM | Email confirmation |
| 1 | Deposit Received | Start production tracking | Email receipt |
| 2 | Production Started | Photo/video of production | WeChat/Email |
| 3 | Production 50% | Check QC point | Update timeline |
| 4 | Production Complete | Pre-shipment inspection | Send photos |
| 5 | Goods Ready | Book shipping | Send shipping docs |
| 6 | Shipped | Send B/L, tracking | Email + WeChat |
| 7 | In Transit | Monitor shipment | Update ETA |
| 8 | Arrived | Notify clearance | Email + call |
| 9 | Delivered | Confirm receipt | Phone/WeChat |
| 10 | 30-Day Follow-up | Check satisfaction | Email |
| 11 | 90-Day Follow-up | Request review/referral | Email |
 
## Phase 5: Customer Health Monitoring
 
### Key Metrics to Track
 
| Metric | What It Measures | Warning Threshold |
|--------|-----------------|-------------------|
| Order Frequency | How often they order | No order in [X] months |
| Order Value | Average order size | Declining trend |
| Payment Speed | Days to pay | > 30 days past due |
| Inquiry Response | Time to respond to quotes | Declining engagement |
| Satisfaction | Feedback quality | Negative signals |
 
### At-Risk Customer Signals
 

⚠️ Warning Signs:

• Order frequency decreasing
• Order size getting smaller
• Ignoring quotes/inquiries
• Not responding to follow-ups
• Switching to competitor
• Payment delays increasing
• Complaints or disputes

🚨 Urgent Action Required:

• Direct phone call
• Schedule meeting/visit
• Offer solution/incentive
• Escalate if needed

 
### Customer Health Score
 
| Score | Status | Action |
|-------|--------|--------|
| 9-10 | Healthy | Maintain relationship |
| 7-8 | Stable | Monitor, grow |
| 5-6 | At-Risk | Intervention needed |
| <5 | Critical | Immediate action |
 
## Phase 6: Key Account Management
 
For A-class customers (Key Accounts):
 
### Key Account Plan Template
 

Key Account Plan: [Customer Name]

Period: [Year/Quarter]

Account Overview

• Since: [Year relationship started]
• Current status: [Active/At-risk/etc.]
• Annual revenue: [Amount]
• Revenue trend: [Growing/Stable/Declining]

Decision Makers

Business Analysis

Products Supplied

Competitive Position

• Main competitor: [Name]
• Competitor's share: [X]%
• Your share: [Y]%

Growth Opportunities

1. [Opportunity 1]
2. [Opportunity 2]
3. [Opportunity 3]

Risks & Challenges

1. [Risk 1]
2. [Risk 2]

Action Plan (Next Quarter)

Meeting Schedule

• Regular calls: [Frequency]
• On-site visits: [Frequency]
• Executive sponsor: [Name]

 
## Phase 7: Communication Templates
 
### Regular Check-In Template
 

Subject: Quick check-in | [Your Company]

Hi [Name],

Hope you're well!

I wanted to touch base to:

1. See how things are going with [current project/product]
2. Check if you have any upcoming requirements
3. Share any updates from our end

Any thoughts on your end? Happy to schedule a call if easier.

Best, [Your Name]

 
### After Order Delivery
 

Subject: Order [XXXX] delivered — quick follow-up | [Your Company]

Hi [Name],

I wanted to personally follow up after the delivery of your order [XXXX].

Is everything arriving in good condition? Any issues we should know about?

We always appreciate your business and want to make sure you're 100% satisfied.

Looking forward to hearing from you.

Best, [Your Name]

 
### Relationship Building (Non-Business)
 

Subject: [Industry event] — thought you'd find this interesting

Hi [Name],

[Quick observation or news relevant to their business].

Thought this might be useful/give you something to think about.

Let me know if you'd like to discuss — always happy to connect.

Best, [Your Name]

 
### Price Increase Notification
 

Subject: Price adjustment notice — effective [Date] | [Your Company]

Dear [Name],

We hope this message finds you well.

Due to [reason: raw material costs / exchange rate / logistics costs], we will need to adjust our pricing effective [Date].

The new prices for your regular orders will be:

We understand this is [inconvenient/unwelcome news], and we want to assure you that:

• We have worked hard to minimize the increase
• This is our standard pricing for all customers
• We remain committed to providing [quality/service level]

For orders placed before [Date], we can honor current pricing.

Thank you for your understanding and continued partnership.

Best regards, [Your Name] [Title] | [Company]

 
### Payment Reminder (Professional)
 

Subject: Payment reminder — Invoice [XXXX] | [Your Company]

Dear [Name],

I hope this email finds you well.

This is a friendly reminder that Invoice [XXXX] dated [Date] for [Currency] [Amount] is due as of [Due Date].

Invoice details:

• Invoice No.: [XXXX]
• Amount Due: [Currency] [Amount]
• Due Date: [Date]

If you have already arranged payment, please disregard this message and accept our thanks.